"My friend called Stubhub customer service – something I probably wouldn’t have done because I’ve lived on Earth long enough to know that calling customer service typically only makes you more pissed off. Not this time. The first thing the representative said when he picked up the phone: 'Give me your number now, in case we get cut off.'

Within 15 minutes, a representative from StubHub came to meet us in line with replacement ticketsthat were only two rows behind the ones that wouldn’t scan.We got in immediately. They were not only smart enough to buy up last minute replacement tickets in case there was a problem– they knew to park a van right behind this awful customer service window. I felt guilty skipping out of the line, while all the other people – including a lot of life-long fans – who didn’t use StubHub had to miss more of the game."

And that's excellent customer service. Even after a fail, most companies can recover by going above and beyond what's expected — because sadly, too few companies do, so the bar is set pretty low.